RESPONSIBILITIES/DUTIES/FUNCTIONS TASKS:
Confirming receipt of service initiations with Clients/RMCs within one business day;
Opening a new v3 job for all initiations within one business day, unless it has been done by relocation assistant;
Confirm billing details and service and fees with service initiation if not specified by SLA;
Ensuring that all online systems, forms, and procedures are completed as per the relevant RMCs SLA in advance of invoicing;
Achieve a minimum of 95% satisfaction rate from all assignees via customer evaluation reports
Manage a casesload of between 45-65 active cases per month
Making initial contact to any new Assignee to their destination within one business day of initiation;
Inform assignee and queries will be responded to within 4 working hours
Assigning the newly initiated service to the local Destination/Immigration Consultant or on call vendors and briefing them on important service details;
Explaining to the assignee Move One’s relationship to their employer and/or the RMC, confirming the service to be provided, sending needs questionnaires, asking about critical elements of the relocation, and promotingavailable based on destination, as a valuable pre-arrival resource (preferably via telephone and not just email);
Providing clear and timely updates and service reports to Move One clients and RMCs;
Following up with the Assignee at the midway point of the service to provide an opportunity for the Assignee to offer feedback on Move One’s performance to date;
Immediately informing the Move One client/RMC of any service related complaints, issues or challenges, as well as to the Country Manager of any service issues;
Immediately notifying the ME Regional Operations Manager of any service issues or escalations brought to their attention by an RMC;
Collecting feedback on the Destination/Immigration Consultant and on call vendors and reporting to the Country Manager of any service issues arising from those feedback reports;
Ensuring that Destination templates, information in V3 and on Move One website is always up to date as well as the Welcome Package in their assigned destinations;
Confirming that all required documents are uploaded in accordance to document naming protocol and information are stored as part of the job in v3 and then closing the job.
Ensuring that all services are invoiced within the shortest possible time after the service is completed, and sending an accurate invoice to the client/RMC within 5 working days of service completion in accordance with clSupporting the Destination/Immigration Consultant and on call vendors with guidance, advice, and training during the service;
Monitoring the Destination Consultant’s and on call vendors' reporting in v3;
Conducting bi-monthly staff meetings/calls covering scheduling, training updates, and operational reminders, with all local Destination/Immigration staff and vendors, including potential phone meetings with any consulEnsuring that Destination staff and vendors complete any updated training programs by the assigned deadline;
Tracking upcoming expiration dates in v3 and notifying the appropriate contact (local HR, Lead Consultant, or Regional Coordinator) of any expiration date notices;
Monitor and control costs related to job performance
Monitor expense management of RMC´s clients when applicable (e.g. saving on rental)
Updating general client specific information based on the client alignment
Confirming receipt of client requests for destination/immigration information and rates on the day received (within one business day) and then preparing and responding to client requests within one business day or withRecording vital service related information in v3, and monitoring data entered by the Consultant and on call vendors (comments, statuses, time-tracker, costs, other fields, and closing jobs;
Creating and submitting various operational reports and updates as required by the Country Manager, Key Account Manager, and Product Manager as required;
Representing Move One at expat events in their location as needed;
Visiting their assigned destination as necessary for training and to better understand the destination as Coordinator;
Supporting local business development staff by attending meetings with potential clients as required;
Meeting, as required, with representatives of the preferred vendors to ensure a positive working relationship;
Monitoring holiday/vacation scheduling for the local Destination/Immigration Consultant and on call vendors in their destination to avoid staffing shortages;
Completing any client forms related to the service;
Work effectively as a team contributor on all assignments;
Interact professionally with other employees, customers and suppliers;
Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
Perform quality work within deadlines with or without direct supervision.
Other duties as assigned.